2. CUSTOMER SERVICE
To ensure the proper coverage of operations and ensure all procedures are handled correctly
Scope:
Related Documents:
2.1 – 2.11; 9.1 – 9.13
2.1 Managers ’ schedules
Purpose: Boutique Managers are expected to work during peak trading hours to ensure that boutique sales are maximised, and our operating standards are executed at the highest possible level during the busiest operating periods. The Boutique Managers must ensure the schedule fulfills the business requirements during all operating hours. An Assistant Manager, Supervisor or Senior Sales Associate must be assigned during the Boutique Manager’s absence to ensure there is always a senior staff member on duty and the Boutique is appropriately managed.
Schedule Guidelines:
Boutiques with 2 or 3 Managers (Boutique Manager or Assistant Manager):
The Boutique management team must work different shifts to ensure all operating hours are covered by management. All managers must work a combination of morning and evening shifts during the week. The ‘ Weekend ’ is considered to be from Friday to Sunday, no days off/PH will be granted on weekends. Exceptions require the approval of the Operations Manager. During the week, when a manager has their day off, the other manager is required to cover the Boutique from 12PM to 9PM, and they must assign a Manager in Charge (Supervisor or Senior Sales Associate) to the closing shift.
Boutiques with one Manager (Boutique Manager or Assistant Manager):
To ensure management coverage across trading hours, the Boutique Manager or Assistant Manager assign a manager in-charge (Supervisor or Senior Sales Associates) to cover when the Boutique Manager or Assistant Manager is off. The Boutique Manager or Assistant Manager must be scheduled to work during the weekend, and they must follow the schedule structure below:
Friday - closing shift
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Saturday - mid shift, 12PM to 9PM or 1PM to 10PM, as per the mall opening hours
Sunday - morning shift, 10AM to 7PM
Managers’ annual leave is to be planned 2 months in advanced with the Operations Manager to ensure appropriate coverage during their absence.
Important Notes:
Pending D ay’s Off and Public Holidays can be taken any day of the week, excluding Friday, Saturday, and Sunday, unless pre-approved by the Operations Manager. All schedules must be updated and shared in the ‘Retail SharePoint’ . Schedules must be shared with the team 2 weeks in advance. Any changes to the current schedule should be communicated and justified to the Operations Manager in advance. In the case these changes compromise the boutique operations, disciplinary action may be taken. Any emergency or sick leave must be communicated to the Operations Manager to secure coverage for the period of absence.
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